Clifton Gardens Resource Centre

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

The last rating for this key question was requires improvement. At this assessment the rating has changed to good.

This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

At our last assessment, we found people did not always receive person-centred care. At this assessment, we found improvements had been made.

People received personalised care and support. They were able to make choices about their care. People were supported to have showers and baths when they wanted these. There was a range of group activities. The activities coordinator organised for people to pursue individual hobbies and interests. People were able to go out and be part of the local community if they wanted this and it was safe for them to do so.

Staff created person-centred care plans.

Staff supported people to have continuity between services. They worked closely with health and social care professionals to ensure people’s holistic needs were met.

The provider ensured people had the information they needed. There were posters on display to inform people about aspects of the service, which staff were on duty and how to make a complaint. People were given written guides. The activities coordinator had produced booklets about different events and celebrating people’s achievements. Menus were available in pictorial format.

At our last assessment, some people told us they did not feel listened to. At this assessment, we found improvements had been made.

The provider had systems for listening to people. There were regular meetings for people and their relatives. They were asked for their views about the service at these and through written surveys. There was a suitable complaints procedure. People knew who to complain to. A person commented, “I would feel okay about making a complaint, but I don’t have a problem with anything here.” Complaints were investigated and the provider made changes as a result of these.

Staff supported people to access other services when they needed. For example, escorting them on appointments and organising transport when they needed this.

At our last assessment, we found people’s diverse needs had not always been planned for. At this assessment, we found improvements had been made.

Staff made improvements to care plans to include personalised information about diverse needs. Staff completed training about equality and diversity. There were appropriate procedures in place. People told us they did not experience discrimination at the service.

At our last assessment, we found care plans did not include enough detail about people’s wishes for the future. At this assessment, we found improvements had been made.

Staff had improved care plans to include personalised information about people’s wishes for the future. The management team worked closely with people, their families and external professionals when their needs changed and they required different care or needed to move to other services.